Vonage Contact Center (formerly NewVoiceMedia) Features

Competition (6)

Competition Templates: Offers templates or examples of commonly used competition structures.
Custom Competitions: Allows administrator to create custom competitions based on KPIs specific to the team to which the competition is assigned.
Team Competitions: Set up competitions between groups of employees as opposed to competitions between individuals.
Simultaneous Competitions: Able to have multiple leaderboards and metrics running simultaneously for different groups of users.
Competition Adjustments: Easily modify leaderboards and goal metrics to support adjustments on how to motivate users.
Awards and Incentives: Provides sales teams with a list of rewards they can choose from based on high performance

Employee Features (3)

Integrations (2)

Platform (12)

Reporting: Displays standard reports at the end of each competition showing overall employee performance.
User, Role, and Access Management: Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Enterprise Scalability: Provides features to allow scaling for large organizations.
Data Import & Export Tools: Ability to input, modify and extract data from the application in bulk through a structured file.
Performance and Reliability: Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond.
Omnichannel: Allows inflow of requests through various digital channels such as email, social media, etc.
Mobile Access: Allows users to access the software using mobile devices.
Queue Management: Provides queue management in case of increase in case/call inflow.
Call Routing: Allows distribution of incoming calls to agents.
Call Back: Allows users to request a call back.
IVR: Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system.
Automatic Call Distribution: Allows automatic distribution of incoming calls to the agents.

Phone Number Management (3)

Local Phone Numbers: Generate phone numbers native to a target location This feature was mentioned in 25 Vonage Contact Center (formerly NewVoiceMedia) reviews.
Toll-Free Numbers: Based on 27 Vonage Contact Center (formerly NewVoiceMedia) reviews. Create toll free numbers for tracking purposes
Port Existing Numbers: Based on 29 Vonage Contact Center (formerly NewVoiceMedia) reviews. Transfer existing numbers into the call tracking system

Tracking (3)

Visitor & Keyword Tracking: Record which campaigns and landing pages are converting into phone calls 18 reviewers of Vonage Contact Center (formerly NewVoiceMedia) have provided feedback on this feature.
Dynamic Number Insertion: Assign a unique tracking number to each visitor This feature was mentioned in 19 Vonage Contact Center (formerly NewVoiceMedia) reviews.
Multi-Channel Call Attribution: Based on 20 Vonage Contact Center (formerly NewVoiceMedia) reviews. Decipher which marketing channels are converting and most effective

Call Routing (3)

IVR: As reported in 26 Vonage Contact Center (formerly NewVoiceMedia) reviews. Direct a phone call without the need for a human representative, but instead a voice responder
Call Scheduling: Route calls based on the time of the day to reach the proper representative This feature was mentioned in 23 Vonage Contact Center (formerly NewVoiceMedia) reviews.
Geo-Routing: As reported in 21 Vonage Contact Center (formerly NewVoiceMedia) reviews. Route calls based on location to reach the proper representative

Analytics (4)

Call Data: Provide the representative with caller data upon receiving a phone call This feature was mentioned in 27 Vonage Contact Center (formerly NewVoiceMedia) reviews.
Call Recording: As reported in 28 Vonage Contact Center (formerly NewVoiceMedia) reviews. Offer the ability to capture and replay a conversation for further information
Advanced Reporting: Based on 24 Vonage Contact Center (formerly NewVoiceMedia) reviews. Prepare detailed reports regarding call data by source, keyword, or landing page
Conversation Intelligence: As reported in 19 Vonage Contact Center (formerly NewVoiceMedia) reviews. Uses machine learning to analyze conversations and optimize call performance

Calling (5)

Record Calls: Based on 39 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Records calls for future reference.
Generate Location: Based on 30 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Generates an area code local to where the user is calling to increase likelihood of pick-up.
Call Types: Based on 34 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Allows users to perform calls from their preferred device, whether laptop, desktop, mobile or otherwise.
Click-to-Call: Based on 40 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Gathers contacts from integrated tools, allowing users to call with one click.
Auto Dialer: Has auto-dialing or predictive dialing functionality.

Contacts (3)

Personalization: Based on 31 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Retains a log of extraneous contact information such as timezone and contact engagement.
Information Locater: Based on 30 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Finds and opens saved contact information for reference at the time of a new call.
Record Prospect Data: Based on 28 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Allows users to denote which contacts they believe are prospective customers.

Insights (6)

Notes: Based on 31 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Allows users to take notes during or after the call for future reference.
Daily Summary: Based on 33 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Delivers users a daily summary of activity.
Automated Voicemails: Based on 31 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Sends automated voicemails to prospective clients who fail to answer.
Automated Emails: Based on 27 Vonage Contact Center (formerly NewVoiceMedia) reviews. Sends automated emails to increase engagement with prospective clients.
Sorts Prospects: Based on 26 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Organizes contacts based on probability of success.
Automated Note Taking: Automatically transcribes and summarizes meeting discussions.

Dialing Options (3)

Preview Dialing: Based on 14 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Presents information about the individual being called before the call begins.
Progressive Dialing: Based on 12 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing.
Predictive Dialing: Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently.

Agent Tools (3)

Whisper Coaching: Based on 12 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Allows a supervisor to listen to a call and train in real time.
Callback Scheduling: Based on 13 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Reschedules calls within the software itself, either through a prompt or by the agent themselves.
Call Recording: Based on 14 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Automation (3)

Voice Activity Detection: Based on 12 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Decides response type by determining if voice is a human response or an answering machine.
Interactive Voice Response (IVR): Based on 13 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department.
Call Scrubbing: Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry. 12 reviewers of Vonage Contact Center (formerly NewVoiceMedia) have provided feedback on this feature.

Text Messaging (8)

Bulk SMS: Enables users to send mass text message campaigns
Two-Way Text Messaging: Facilitates two-way text messaging to encourage consumer engagement and loyalty
Text Scheduler: Provides the ability to schedule single or bulk text messages to recipients on a specific date and time
Automatic Replies: Provides automatic text message replies to recipients
Automatic URL Shortening: Provides automatic URL shortening to use less characters via text
MMS Marketing: Sends out multimedia via text messages, such as coupons, pictures, and audio
Personalization: Offers features for personalizing text messages based on customer information or past behavior
Transactional SMS: Allows users to establish automated workflows and triggers to deliver transactional text messages

Channels (8)

Multi-Channel Coverage: As reported in 15 Vonage Contact Center (formerly NewVoiceMedia) reviews. Software incorporates multiple digital communications channels.
Open Listening: Based on 16 Vonage Contact Center (formerly NewVoiceMedia) reviews. Allows incorporation of inbound contacts from non-marketing channels.
Physical Media: As reported in 14 Vonage Contact Center (formerly NewVoiceMedia) reviews. Includes physical media (mail, flyers, billboards, etc.) in the channels mix.
Voice: Based on 32 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Provides voice call functionality.
Social: Based on 20 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Provides an interface for one or more social media channels.
Web Chat: Based on 21 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Includes or integrates with live chat initiaited from the company's web site.
Mobile SMS: Based on 21 Vonage Contact Center (formerly NewVoiceMedia) reviews. Accepts contacts initiated through SMS or other mobile text functions.
Email: Based on 21 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Allows CSRs to receive and answer customer emails.

Design (5)

Communications Strategy Development: Based on 15 Vonage Contact Center (formerly NewVoiceMedia) reviews. Allows planning and deployment of an overall communications strategy.
Create Content: Based on 14 Vonage Contact Center (formerly NewVoiceMedia) reviews. Includes or integrates with content creation apps.
Personalization: Outbound communications are segmented and personalized. This feature was mentioned in 16 Vonage Contact Center (formerly NewVoiceMedia) reviews.
Inbound Identification: Inbound contacts are identified and handled based on history. 16 reviewers of Vonage Contact Center (formerly NewVoiceMedia) have provided feedback on this feature.
Regulatory Compliance: Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. 16 reviewers of Vonage Contact Center (formerly NewVoiceMedia) have provided feedback on this feature.

Functions (6)

Session Routing: Based on 34 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.
Session Queuing: Based on 33 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available.
Concurrent Calling: Based on 29 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.
IVR: Based on 28 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Includes an interactive phone menu.
Inbound Screen Pop: Based on 30 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Populates CSR's screen with available customer data.
Persistent Data: Based on 26 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Maintains and shares information across channels and agents as the case progresses.

Administrative (7)

Session Summary Notes: Based on 28 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.
Administrator Access: Based on 36 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.
Reporting & Dashboards: Based on 36 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.
Session Recording: Based on 30 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.
Agent Scheduling and Assignment: Based on 24 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.
Call Recording: Allows supervisors/managers to record and review telephone conversations of agents.
Reporting & Dashboards: Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Administration (8)

Martech Integrations: Integrates with marketing software such as CRM, marketing automation, and digital advertising to measure and optimize the customer journey across channels This feature was mentioned in 19 Vonage Contact Center (formerly NewVoiceMedia) reviews.
Privacy, Security, and Compliance: Helps companies ensure they comply with industry-specific standards for data management and privacy, such as PII, PCI, HIPAA, and GDPR 27 reviewers of Vonage Contact Center (formerly NewVoiceMedia) have provided feedback on this feature.
Performance and Reliability: Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took This feature was mentioned in 27 Vonage Contact Center (formerly NewVoiceMedia) reviews.
Automation: Based on 13 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Automates some or all operation related tasks
Performance Analysis: Based on 12 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Monitors call volume and quality to evaluate agent performance.
Dashboards: Based on 13 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Has a centralized dashboard for users to interact with.
Forecasting: Based on 13 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Forecasts scheduling needs based on historical data.
Intraday Management: Based on 13 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.

SMS Platform (6)

Reporting: Provides pre-built or customizable performance reports
Automation: Automates tasks and features for added convenience
White Label: Offers a white labeling service for agencies or resellers to customize platform branding
Text-to-Landline: Text enables landline phones so users can receive text messages sent to an existing business number
Short Codes: Provides businesses with 5- to 6-digit short codes for running text marketing campaigns
API Integration: Facilitates the integration of text messaging into existing business applications through an SMS gateway API

Workforce Management (7)

Agent Availability: Based on 12 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Offers complete visibility into agent availability to efficiently create and manage schedules.
Skills Management: Based on 12 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.
Shift Scheduling: Based on 12 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.
Agent Self-Service: Based on 12 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Allows agents to set their own preferences, request time off, and trade shifts.
Mobile Access: Based on 11 Vonage Contact Center (formerly NewVoiceMedia) reviews. Allows users to access the software using mobile devices.
Call Monitoring: Allow managers/supervisors to monitor calls for quality assurance purposes.
Performance Evaluation: Allows managers/supervisors to evaluate the performance of agents.

Generative AI (5)

Agentic AI - Inbound Call Tracking (3)

Agentic AI - SMS Marketing (6)

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes
Cross-system Integration: Works across multiple software systems or databases
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives

Call Center Infrastructure (CCI) (4)

Agentic AI - Contact Center (4)

Agentic AI - Sales Gamification (1)

Agentic AI - Outbound Call Tracking (2)

Agentic AI - Auto Dialer (2)

AI Capabilities - Auto Dialer (3)

Call Prioritization and List Optimization: Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times.
Compliance Monitoring: Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions.
Speech Analytics and Sentiment Analysis: Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review.